Translation. Region: Russian Federal
Source: Central Bank of Russia –
In January-March, the number of complaints to the Bank of Russia from consumers of financial services and investors increased by 23.6% compared to the same period last year. In total received almost 95 thousand complaints.
The number of complaints about insurance issues has decreased by 44.6%. This is primarily due to the fact that the procedure for challenging the bonus-malus coefficient (KBM) has changed. This topic used to be the most common among complaints about MTPL. Now citizens can independently find out their KBM in their personal account on the website of the National Insurance Information System. If they do not agree with its value, they can also leave a request there to recalculate it. The number of complaints about accident and illness insurance and life insurance has also decreased.
There were fewer complaints about professional participants in the securities market – by 27.5%, with the leaders in the decline being complaints from investors about difficulties in managing assets due to sanctions (a 4-fold reduction).
In the segment of appeals related to non-state pension funds (NPF), complaints about people’s disagreement with the transition from the Social Fund of Russia to the NPF, as well as between NPFs, decreased by 31.4%.
Complaints about the imposition of paid services when lending continue to decline. They have decreased by 42.2%, including due to the fact that since last year, lenders are required to inform borrowers about the services they have purchased along with the loan and notify them of the right to refuse them within 30 days.
To combat fraudulent transactions, the Bank of Russia in July 2024 obliged bankssuspend suspicious transactions to prevent theft of funds. In this regard, in the first quarter of this year, compared to the same period in 2024, the number of citizens’ requests due to the suspension of remote banking services (RBS) has increased significantly. This contributed to the increase in the total number of complaints related to banks. Compared to the first quarter of 2024, their number has increased by 36.8%. At the same time, based on the results of reviewing the majority of requests regarding the blocking of RBS, banks confirmed its use for fraudulent purposes.
Complaints about microfinance organizations (MFOs) have increased by more than 10%. Consumers complained about difficulties with returning money when refusing additional services and about loans being issued without their consent. There are also requests from MFO clients with a demand, formed under the influence of recommendations on social networks, to recalculate their debt.
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